Support response time [merged]

[Thorquist.8126]

How long does it take now to have a ticket reviewed? There's no topic for tickets 3/7 days old anymore and I wonder whether I should close my old ticket and start a new one (updating it didn't work as well). It will be 8 days old in a few hours.

[JustTrogdor.7892]

Anet has stated that support is running behind due to increase demand related to PoF. From what I have seen others post 8 days isn't that unusual right now. I would not suggest starting a second ticket as that will delay response.

Here is a recent post on Twitter from Anethttps://twitter.com/GuildWars2/status/908364949428297734

[Thorquist.8126]

Thanks for the info :)

[Illconceived Was Na.9781]

Some stuff gets handled quickly. Some stuff... is slowing them down. Apparently a higher fraction of folks have been been creating duplicate tix (which means staff have to take time to collate and make sense of them), which gums up the works.

Best thing you can do if you want quicker resolution:

• Keep the initial email simple: what went wrong, what do you want them to do?
• Use a follow-up to clarify details, including what you did/tried to fix things or confirm an issue.
• When they respond, reply quickly & accurately, with direct answers.
• Avoid rhetoric & hype -- complain about delays, poor service, etc after your issue gets resolved (or as a separate ticket). Criticism of the process is entirely relevant for you (and helps improve the game), but... it won't get your ticket addressed more quickly (it could slow things down, since it makes it harder for staff to understand the actual issues).

tl;dr make it easy for ANet to help you

[Maulclaw.4365]

Whenever I make a ticket I try to provide as much information as possible, even adding screenshots if needed. In these past few months, I haven't had any major issues. They were mostly related to refunds of Gem Store items and an issue related to an item in-game. And even so, I had to wait nearly two weeks for a reply. I remember before when a reply would be sent within a day.

My latest ticket, which was submitted around four days ago is related to an Ascended drop. After spending over ay ear doing Fractals I finally had my very first Ascended chest box and was planning to reclaim a Medium headpiece. And accidentally I picked the Light one. If this sort of issues cannot be dealt with then I would like an answer instead of having an important item sitting on my inventory without a purpose...

[Illconceived Was Na.9781]

@RandomWolf.3986 said:accidentally I picked the Light one. If this sort of issues cannot be dealt with then I would like an answer instead of having an important item sitting on my inventory without a purpose...

They can help with that. Since it's a item exchange, it takes them longer, so they might have put you in a queue for those specializing in such issues, to help get to other tickets in the queue.

Personally, I'd expect a 7-10 delay -- that way, I'd end up being pleasantly surprised when it turns out to take far less time (and not that upset if it actually takes over a week). I very much want them to address blocking and real money issues ahead of fixing a mistake that I made that I can work around for now.

(That said, yeah, it would be nice to get a response saying, "sorry, taking longer than we expected" -- they should really think about adding some way of doing that automatically when they finish with the current backlog, so the next time -- and there will be a next time -- they can keep people better informed).

[chibi.2537]

I always got a quick response from support. Usually it was for mail change or authenticator or something like that. And I waited a day or two max for a response. Right now they may have full hands with PoF but they usually work fast.

[Chilli.2976]

Hi,

I've been waiting nearly two weeks for Arenanet to reply to my ticket and still no response. It's in regards to a purchase made when buying PoF - Ticket #6616571

[Inculpatus cedo.9234]

Due to high volume, tickets are running slower than usual; two weeks or more. You can update your ticket to inquire about progress.

Good luck.

[Grizendi.1903]

Don't even bother, I played the original GW years ago but never got to finish it so I brought the GW trilogy to get to know the lore before buying the new expansion, but, for some reason, I can't log into my account, even though I'm pretty sure all the info is correct.I created the ticked 7 days ago, I gave new info, asked for an update, even created a new ticket cause the original one was with the wrong topic ( I didn't see there was an option for the original GW.They took the time to delete the new ticket, but did not bother to give me any sort of update on either of them, not even a " You are not alowed to create two tickets you moron" kind of answer.I'm relucting to create a new account because this one is already linked to GW2 and we can't have more de one GW linked. So I waiting untill my hype fades and I give up ANET for good or they answer and I can go my merry way playing the game I spent moneyon, whichever comes first.Guess in what I'm gonna place my bet?

Sorry to vent in your post. Good luck with your problem o/

[Thayer.5836]

Hi All

A friend of mine and our also guilds leader was locked out of his account as he changed his router. His verification was done via an old cell number so he cannot access the verification code. He has sent a ticket to support but has had absolutely no response for 8 days now.

Has anyone had a similar issue or does anyone know how we go about solving this problem. This is super important!!!

If someone from support reads this please assist.

Regards

Thayer

[Inculpatus cedo.9234]

Due to high volume, responses from the CS Team are slower than usual, and may take up to 2 weeks, or more. Your friend should have received the nearly-immediate automated response. If not, check spam/junk folders.

Your friend can update his ticket to inquire about progress.

[Thayer.5836]

Thanks for contacting us! Your request (6623172: cant logg in) that was the response that he got - however is there no way of getting this resolved quicker ?? Surely this is not a major issue and only creates frustration for the player and the entire guild! There is now a raiding guild without its core player for two weeks practically.

[dzeka.5317]

my friends acc got hacked , and he didnt get any answer almost 2 weeks of waiting .request (6615282: my account got hacked)

[Tiborb.1453]

Well, I got response, but got no solution on my issue, that don't allow me to redeeem my PoF copy.Now my last answer from support is a week old.

[Nilson.9865]

I sent ticket with my "issue" 2 days ago. No response.

[Grizendi.1903]

(6623445) Yeah, I asked for any update on my ticket yesterday and nothing. They really should hire more people if the volume is that high. A few days of waiting after anexp. launch is to be expected, but more than a week of waiting?! It's a joke.

[dzeka.5317]

i think they recive like 500-700 tickets per day approx :D

[Inculpatus cedo.9234]

More like 10,000 Tickets per day at peak times.

[Grizendi.1903]

@Inculpatus cedo.9234 said:More like 10,000 Tickets per day at peak times.

More than enough reason to hire more people to speed things up.

[Inculpatus cedo.9234]

The problem with hiring more people is that by the time new people are trained sufficiently, the high volume is over, and they must be let go. It's not like the Studio had a magic crystal ball and could have foretold all the issues that occurred with PoF.

[Grizendi.1903]

@Inculpatus cedo.9234 said:The problem with hiring more people is that by the time new people are trained sufficiently, the high volume is over, and they must be let go. It's not like the Studio had a magic crystal ball and could have foretold all the issues that occurred with PoF.

I don't want to argue with everything you say, but you don't need a crystal ball to foretell that a new expansion will come with TONS of issues and tickets. It's like this with every game, even more so with mmos. And, believe me, they know about a lot of these issues before releasing, sadly it's not up to the DEVs the date new content is released, otherwise I'm sure they would take more time to polish the game.Anyway, it's just common sense to hire more people if you expect more demand for a service, at least if you care for your customers, which I believe it was the case at some point for ANET, but not anymore. We don't get any oficial answer, not even here on the forum.

[MajinZava.9764]

The lack of customer support response makes me appreciate Blizzard and heck, even EA a bit more. You can at least call someone and talk to them.

[Inculpatus cedo.9234]

And yet, there wasn't this issue with the HoT release. I expect the Devs thought it would go much the same. /shrug

Regardless of what you or I think, the studio knows what's best for them. The CS Team is working diligently to remove the temporary backlog, just as they have in the past.

[Shippo Angel.4860]

Same problem here. My girlfriend (who's the core character of our raiding party) got locked out of her account last week (6625391: My account may be compromised) and still no reply, except for the automatic response. She's checking her email every hour now, just for a simple reply. I understand the rush of a new expansion and the amount of work in fixing this, but not only is this extremely frustrating to her, but also to our raiding party. Especially now that she got me a new gaming laptop so I could meet the PoF specs... Really hoping she'll get a reply soon.